Reports to

Head of Operations / Country Manager (Canada)

Department

VIP

Type

Full time, Permanent

Company Description

Goldrush Gaming Group is a leading and innovative player in the gaming and entertainment industry. We specialize in providing immersive, next-generation gaming experiences through a diverse portfolio of high-quality games and cutting-edge technology. Our mission is to deliver exceptional entertainment that engages players while maintaining a commitment to responsible gaming practices.

With a focus on creativity, customer satisfaction, and technological advancements, Goldrush Gaming Group strives to redefine the future of gaming. Be part of a forward-thinking company that fosters growth, innovation, and success in an exciting industry. We are seeking passionate, self-motivated, and driven individuals to join our dynamic team.

Role Summary

Founding hire who starts as the sole VIP Host + Manager. You will personally manage the VIP book, stand up the VIP program (SOPs, offers, tooling, reporting), then recruit and lead a team, while working hand-in-hand with the South Africa–based VIP and CRM teams to co-design custom offers, align with group playbooks, and report into the broader team and company structures (Operations, CRM, Finance, Executive).

Ongoing Responsibilities

Maintain strong player relationships and deliver exceptional, proactive VIP service.

Approve and monitor high-value offers and comps, ensuring positive ROI and compliance.

Oversee all regulatory documentation (RG, affordability, EDD/PEP/SOW) with zero-defect execution.

Deliver daily, weekly, and monthly reporting into SA Operations, CRM, and Executive teams.

Co-own custom offer engines and post-mortem analyses with SA CRM.





Act as a cross-functional bridge between Payments, Risk, CS, Product, and BI teams.

Must-Have Qualifications

Ontario iGaming VIP experience

2+ years at an

AGCO/iGO-regulated operator managing high-value players and mentoring hosts.

Deep understanding of

Responsible Gaming (RG), AML/FINTRAC, marketing, and privacy standards , with a proven track record of compliant VIP practices.

Hands-on experience in

CRM/loyalty execution

(segmentation, journeys, A/B testing) and strong analytics/Excel skills.

Exceptional communication and stakeholder management across time zones and departments.

Proven ability to perform as both individual contributor and leader in a fast-paced, build-mode environment — with flexibility for after-hours coverage.

Nice-to-Haves

Event or hospitality execution experience.

Bilingual English/French proficiency.

Phased Approach

Manage your own VIP book: inbound/outbound engagement, reactivation, retention, and escalations.

Build the

VIP Playbook : contact cadences, talk tracks, comp matrix, and offer guardrails.

Stand up

SOPs & QA for calls, chats, and emails; create CRM templates and tagging logic.

Launch reporting frameworks : daily deposit/withdrawal activity, weekly competitor scan, and monthly ROI reports for executives.





Collaborate with South Africa–based VIP & CRM teams to localize offers within

AGCO compliance standards.

Partner with Risk/AML and Payments for approvals, due diligence, and audit trails.

Define dashboards and KPIs with BI; create next‑best‑action and pipeline tracking views.

Key Performance indicators

Response and callback SLAs for new VIPs, reactivation rate of dormant accounts, deposit frequency among active VIPs, VIP NGR/margin uplift vs. baseline, zero compliance incidents

Phase 1: First Hires

Recruit and onboard

1–2 VIP Hosts , setting coverage hours, SLAs, and performance targets.

Train hosts on compliance, QA, and player management standards.

Introduce tiering, segmentation, and automated journeys with the CRM team.

Refine offer economics and retention models alongside SA CRM.

Phase 2 — Scale

Expand the team to 3–5 Hosts; establish incentive plans and career paths.

Launch compliant VIP experiences

(events, hospitality) within regulatory guardrails.Evolve playbooks, limits, and communications in collaboration with Canadian and SA marketing/CRM teams.

Key Performance indicators

Retention/reactivation rates by tier, ARPPU and revenue per host, withdrawal turnaround times, VIP CSAT/NPS scores, compliance audit pass rate

Tools & Platforms

CRM/loyalty: Smartico, Optimove, or similar.

Excel and BI dashboards.

Eligibility & Compliance

Must be eligible to work in Canada and able to obtain/maintain

AGCO/iGO registrations .

Compensation

Competitive base salary + performance bonus.

Benefits package and on-call allowance.

Seniority level Mid‑Senior level

Employment type Full‑time

Industries Gambling Facilities and Casinos

📌 VIP Host Manager (Winnipeg)
🏢 Goldrush Gaming Group
📍 Winnipeg